Fulfillment Policy

1. Print-on-Demand Model

WARDEN operates on a print-on-demand (POD) business model. This means that every product is custom-made specifically for you after you place your order. We partner with Printify, a leading print-on-demand fulfillment network, to manufacture and ship your orders.

Print-on-demand offers several benefits:

• Sustainability: Zero inventory waste - products are made only when ordered
• Freshness: You receive a brand-new, never-worn product made just for you
• Quality: Each item is individually inspected during production
• Customization: Products are made to your exact size and color specifications

However, this model also means that production and shipping take longer than traditional retail stores that maintain pre-made inventory. Please review this policy carefully to understand our fulfillment process and timelines.

2. Order Processing Timeline

2.1 Order Confirmation

When you complete your purchase, you will immediately receive an order confirmation email containing:

• Your unique order number
• Itemized list of products ordered (sizes, colors, quantities)
• Shipping address
• Order total and payment confirmation

IMPORTANT: Please review this email immediately. If you notice any errors in your order details, contact us within 6 hours at support@warden.com. Once production begins, we cannot modify or cancel orders.

2.2 Production Time

After your order is confirmed, it enters our production queue:

• Standard Production: 2-7 business days (most orders: 3-5 business days)
• High-Demand Periods: Up to 10 business days during peak seasons (holidays, sales events)

Production time includes:

• Manufacturing your garment (printing, cutting, sewing)
• Quality inspection
• Packaging and preparing for shipment

Production begins within 24-48 hours of order placement. Business days are Monday-Friday, excluding major U.S. holidays.

2.3 Order Cancellation Window

You may request to cancel your order only within 6 hours of placing it, provided that production has not yet started. To request cancellation, email support@warden.com with your order number.

Once production begins, orders cannot be cancelled or modified. This is because your product is being custom-made and cannot be resold to another customer.

3. Shipping and Delivery

3.1 Shipping Methods and Times

Once your order is manufactured, it is shipped via our fulfillment partner's preferred carrier (typically USPS, UPS, or FedEx, depending on your location).

3.2 Order Tracking

Once your order ships, you will receive a shipping confirmation email containing:

• Tracking number
• Shipping carrier information
• Link to track your package online
• Estimated delivery date

You can track your order in real-time using the tracking number provided. Tracking information may take 24-48 hours to activate after shipping.

3.3 Shipping Costs

• Orders over $75: FREE standard shipping (U.S. only)
• Orders under $75: Calculated at checkout based on weight and destination
• International Orders: Shipping fees calculated at checkout

3.4 Shipping Address

You are responsible for providing an accurate shipping address. We cannot be held responsible for orders shipped to incorrect addresses that you provided. If a package is returned to us due to an incorrect address, you will be responsible for additional shipping fees to reship the order.

We currently ship to:

• All 50 U.S. states
• U.S. territories (Puerto Rico, Guam, U.S. Virgin Islands, etc.)
• Most international countries (restrictions may apply to certain regions)

We do not ship to P.O. boxes or military APO/FPO addresses at this time.

4. Quality Control and Inspection

4.1 Quality Standards

Every WARDEN product undergoes quality inspection before shipping:

• Print Quality: Designs are inspected for clarity, color accuracy, and proper placement
• Material Quality: Garments are checked for defects, tears, or manufacturing errors
• Size and Specifications: Items are verified against your order to ensure correct size and color
• Packaging: Products are carefully packaged to prevent damage during shipping

4.2 Product Variations

Due to the nature of print-on-demand manufacturing, slight variations may occur:

• Color: Screen displays may show colors differently than they appear on the final product. Slight color variations are normal and not considered defects.
• Print Placement: Minor variations in print placement (within 0.5 inches) are within normal tolerance and not considered defects.
• Fabric Texture: Natural variations in fabric texture and weight may occur between production runs.

These minor variations are inherent to the print-on-demand process and do not qualify for returns or refunds.

5. Returns, Exchanges, and Refunds

5.1 Print-on-Demand Policy

5.2 Defective or Incorrect Products

We stand behind the quality of our products. If you receive an item that is:

• Defective: Tears, holes, loose stitching, or manufacturing defects
• Damaged: Damaged during shipping (crushed box, wet package, torn product)
• Misprinted: Design is smudged, faded, off-center (beyond normal tolerance), or wrong design
• Wrong Item: Wrong size, color, or product shipped (our error)

We will provide a free replacement or full refund at our discretion.

5.3 How to Report a Problem

To report a defective or incorrect product:

1. Contact us within 30 days of receiving your order at support@warden.com
2. Provide your order number (found in your order confirmation email)
3. Describe the issue in detail
4. Include clear photographs showing:
   • Full product (front and back)
   • Close-up of the defect or error
   • Product tag/label (if applicable)
   • Packaging (if damaged during shipping)
5. Keep the product in its original condition (unworn and unwashed, if possible) until your claim is reviewed

5.4 Claim Review Process

Once we receive your claim:

• Review Time: We will review your claim within 2-5 business days
• Approval: If approved, we will send a free replacement (produced within 2-7 business days) or issue a full refund
• Denial: If the issue does not qualify (e.g., normal color variation, customer error), we will explain why

5.5 Refund Processing

Approved refunds are processed within 5-10 business days to your original payment method. Depending on your bank or credit card provider, it may take an additional 5-10 business days for the refund to appear in your account.

6. Lost, Stolen, or Undelivered Packages

6.1 Package Tracking Shows "Delivered"

If your tracking information shows your package was delivered but you did not receive it:

1. Check with neighbors, family members, or building management
2. Look around your property (porches, garages, mailrooms)
3. Verify the shipping address on your order confirmation email
4. Wait 24-48 hours (carriers sometimes mark packages as delivered before actual delivery)
5. Contact the shipping carrier directly to file a claim

We are not responsible for packages marked as delivered by the carrier. Once a package is in the carrier's possession, delivery is their responsibility. However, we may, at our sole discretion, offer assistance on a case-by-case basis.

6.2 Package Lost in Transit

If your tracking has not updated in 7+ days or shows the package is lost:

• Contact us at support@warden.com with your order number and tracking information
• We will investigate with the carrier and open a claim if necessary
• If the package is confirmed lost, we will send a free replacement or issue a refund

6.3 Stolen Packages

If you believe your package was stolen after delivery (porch piracy):

• File a police report with your local law enforcement
• Contact the shipping carrier to report theft
• Contact us at support@warden.com

While we cannot be held responsible for stolen packages, we may offer a one-time courtesy replacement at a discounted rate (50% off) on a case-by-case basis.

7. Customer Responsibilities

To ensure a smooth fulfillment experience, customers are responsible for:

• Accurate Information: Providing correct shipping address, contact information, and product selections
• Size Selection: Consulting our size guide and selecting the correct size (we cannot accept returns for incorrect size selection)
• Order Review: Reviewing order confirmation email immediately and reporting errors within 6 hours
• Package Delivery: Ensuring someone is available to receive packages or arranging for safe delivery (e.g., signature required, delivery instructions)
• International Orders: Understanding that international shipping times vary and customs duties/taxes are your responsibility
• Product Care: Following care instructions on product labels to ensure longevity (machine wash cold, tumble dry low, do not bleach)

8. Contact Information

For questions about order status, shipping, or fulfillment issues, please contact us:

Please include your order number in all communications for faster assistance.